4/10 Fair
Feb 11, 2025
Appalling service & money-grubbing!
At no point of booking my accommodation at Quest St Kilda through Hotels.com was there any notification that there'd be a $300 deposit required upon checking in. The stress and anxiety this caused, in my already strained financial circumstances, was poorly handled by the reception staff who seemed incredulous at my shock of having to pay a deposit - trying to understand why it was being charged (since my stay at Mercure the night before hadn't incurred such charges!), I was patronised by the response of the hotel's need to have surety in the event of room damage, use of the minibar amenities or fire alarms being activated. This seemed completely outrageous considering 1. there was no minibar in the room, and 2. excessive concern that a guest would damage the room or active emergency alarms, feels completely at odds with any notion of hospitality standards or good customer service. I felt as if I were seen as some ne'er-do-well as opposed to a paying guest. I am deeply shocked, hurt and offended by the experience I received and I will never be staying at Quest again.
Nicholas
Nicholas, 1-night business trip
Verified Hotels.com guest review
